1. Strengthening Consumer Redress
Scrutiny.Net
2nd April 2019
Yvonne Davies
Scrutiny and empowerment Partners Limited
Jan 2019 Govt response

2. Summary responses and Govt response
Plug the gaps to resolve disputes – New Homes Ombudsman – requiring developers to participate
Legislation – for parks and student accom and private landlords to belong to a redress scheme
Clearer and simpler route through a new Housing Complaints resolution Service – single one stop shop
Raise the bar for consumers – single code of practice across all tenures

3. February 2018 consultation
How the current redress landscape works
Whether there is a case for streamlining services
How to improve in house processes
How to fill gaps in access to redress services for new build homes and private rented sector tenants
Hackitt review - “Building a safer future implementation plan” – democratic filter
Response to Green Paper Call for evidence “RSH Consumer Regulation Review” – Spring 2019

4. A new… “Housing Complaints Resolution Service”
Multi-tenure
Initially voluntary –but maintain the option of mandatory legislation
Created with collaboration across the redress sector
All consumers – inc. tenants and leaseholders, of social and private housing as well as new homes and residential property agents
Redress Reform Working Group (RRWG) – work with industry and consumers on developing a new service and other options in the paper
Simplified access – option of a single housing ombudsman

5. Improving “In-House” Complaint Handling
With RRWG develop approaches to improve complaint handling – existing and new guidance – sector by sector – underpinned by statute or legislation
Expectations on accessibility, transparency, timeliness (and sanctions)
Remainder for social housing in SH White paper and review of social housing regulation
Work with agencies to support and signpost consumers on how to complain and clear/achievable targets for compliant handling
Work with redress providers for better enforcement of their decisions – inc minimum standards and exclusions from membership – legislation?
Advice and advocacy services offered to those unable to make a complaint
Better communication on what each type of consumer can expect from the scheme and the HCRS

6. Addressing gaps/strengthening access
How those outside the SH Sector can access redress services
Dealing with complex cases, possible legislation to fill the gaps
District level LAs enforce mandatory membership for New/private Homes
Penalty for non compliance with mandatory membership - £5k per breach
More for us all - in the Spring Green Paper and Review of Regulation

7. Discussion What do we think?
Is there anything we can do now – to prepare for what might be coming our way?
Spring Green Paper….
Time for a one of our Unconferences?